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06/06 Indrakshi
Consultant at Mastermind Network

Views:1565 Applications:28 Rec. Actions:Recruiter Actions:2

Quality Service Manager - Human Resource (8-14 yrs)

Delhi NCR Job Code: 706250

Posting Intro:

This position is responsible for the overall management of the level of service offered by the center and the center operations. The service management manager handles all activities for operating the center and improving the level of the service and helping in the overall governance and ongoing continuous improvement initiatives

Position Summary - 

This position is responsible for support global definition and proactive management of HR KPIs and Dashboard development and support relevant stakeholders with defined report creation/KPI creation out of leading systems e.g. SRS, GHRP (W&S) & other HRIS systems

Major Responsibilities - 

Responsibilities and essential job functions include but are not limited to the following - 

- Monitor quality of service from vendors and review/evaluate vendor performance according to the contract and established performance metrics

- Analyze the current service processes, identify gaps, recommends process improvement and provide quality guidelines to improve the overall effectiveness of the shared service

- Monitor and analyze the level of the shared service and customer interaction via the Tier Level Structure

- Conduct customer satisfaction survey and directly interview operators/leaders in the center on a periodic basis to identify quality issue patterns and trends

- Conduct regular service quality reviews to ensure that service goals and quality standards are met

- Provide operators/leaders with both positive and constructive feedback

- Perform service quality audits and analyze results to determine process improvement opportunities

- Establish and update the service quality guidelines and action plans on a periodic basis

- Generate reports of SLA, vendor status and service quality status on a periodic basis (quarterly)

- Generate reports using various data related to SLA, vendors and the level of service as required by management

- Manage the service management part including Human Resources, Finance, Legal Service, Vendor Management, Service Quality Control, Technical Support, and Service Process Engineering

- Establish strategic direction and long-term goals for the service management part

- Provide leadership to proactively identify and resolve the related issues and improve processes to support the current and future needs within the center

- Drive improvement focusing on the level of service and the overall operations of the center, which can increase the effectiveness and efficiency of the center

- Interact, collaborate and maintain strong working relationships with SEPCO which support Human Resources, Finance and Legal Service

- Monitor, coach and train subordinates on implementation of goals, policies, and procedures

Required Qualifications - 

- At least 8 years of experience in HR organization and related processes

- Good knowledge of HR HCM ideally already HR Analytics

- Excellent Excel and PowerPoint application skills

- Analytical Thinking and Decisive Judgment - analyzing issues and problems systematically, gathering broad and balanced input, drawing sound conclusions and translating conclusions into timely decisions and actions.

- Business acumen - able to connect business strategy with relevant HR goals and define/support with KPI discussion

Educational Qualification :

- Master in Business Administration and/or HR preferred Fluent in writing, speaking, reading in English, additional language skills nice to have

- Statistics knowledge a plus

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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